Job Title:Team Lead – Chat Process (International)Location:[Gurugram] Experience:5–8 Years Industry:BPO / KPO Process:Chat Support (Non-Voice) Shift:(Rotational)Job Summary We are hiring aTeam Lead – Chat Processto manage and drive performance for an international non-voice support team. The ideal candidate will have strong experience handlinglive chat operations , people management, SLA adherence, and performance improvement in a BPO/KPO environment. Key Responsibilities Lead and manage a team of15–25 chat support associates Ensure achievement ofchat SLAs, AHT, response time, quality, productivity, and CSAT Monitor real-timechat queues, concurrency, and staffing Conduct regularteam huddles, coaching, and performance feedback sessions Handleescalations and complex customer issuesover chat Track attendance, shrinkage, and schedule adherence Prepare and analyzedaily/weekly MIS, dashboards, and performance reports Coordinate withQuality and Training teamsfor calibrations and refresher training Supportnew hire onboarding and nestingfor chat agents Drive continuous process improvement and adherence to SOPs
Job Title
Customer Support Team Lead